Bilingual Customer Service & Support Specialist I

CooperCompanies

Bilingual customer support specialist serving CooperVision’s contact-lens customers through phone, email, chat, and fax. Resolving inquiries, entering orders, and coordinating with internal teams from home and near Richmond Hill.

Posted 8/10/2026full-timeRichmond Hill • 🇨🇦 CanadaJuniorMid-Level💰 CA$24 - CA$32 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on first-contact resolution across multiple communication channels. Proficient in managing customer inquiries and utilizing ERP systems while maintaining attention to detail and adherence to quality standards.

Highest-signal resume keywords

Bilingual In English And FrenchCustomer Service ExperienceERP Order-Entry/Order-ManagementSalesforce.com ExperienceAttention To Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceERP SystemsOrder ManagementKeyboard SkillsMicrosoft ExcelMicrosoft WordMicrosoft OutlookMicrosoft PowerPointProblem ResolutionSOP Understanding

Soft Skills

Verbal CommunicationWritten CommunicationActive ListeningCustomer FocusMultitasking

Tools & Technologies

Salesforce.comClient-Management ApplicationsComputer Applications

Certifications & Qualifications

High School Diploma Or Equivalent

Industry Keywords

Eyecare Medical IndustryQuality Assurance GuidelinesStandard Operating ProceduresRegulatory Requirements

Tech Stack

Tools & technologies

ERPSFDC

About the role

Key responsibilities & impact

Provide first-contact resolution across phone, fax, chat, email, and correspondence channels
Follow Quality Assurance Guidelines to enhance customer experience and promote the CooperVision brand
Meet department productivity and quality standards/metrics
Use current policies and procedures to support customer service
Operate multiple computer and client-management applications
Update systems to retrieve and maintain accurate information
Enter sales orders accurately into the ERP system from phone, email, or chat
Assist customers with questions and issues and resolve problems using appropriate decision-making techniques
Identify, report, and resolve service errors
Maintain knowledge of products, prices, accessories, literature, shipments, availability, policies, and procedures
Respond to inquiries promptly and accurately
Support one to four phone queues plus email and web chat
Collaborate with Sales, IT, Consultation, Manufacturing, Distribution, Credit, and other internal partners
Work extended hours or mandatory overtime as business needs dictate
Support CooperVision and department objectives

Requirements

What you’ll need

Minimum of two years of customer service experience required; call center experience preferred
Fully bilingual in English and French; fluent written and spoken English and French required
High school diploma or equivalent required
Excellent verbal and written communication and active listening skills
Excellent, fast, and accurate keyboard skills
Intermediate proficiency in Excel, Word, Outlook, and PowerPoint; advanced proficiency preferred
Attention to detail and problem-resolution skills
Customer focus and ability to build positive internal and external customer relationships
Ability to prioritize, multitask, and work in a fast-paced, constantly changing environment
Ability to read and understand SOPs, product parameters, and specifications
Strong business acumen and ability to learn new programs, products, and processes
Ability to understand, apply, and explain company policies and procedures
Salesforce.com experience preferred
ERP order-entry/order-management experience is a plus
Eyecare medical industry knowledge is a plus
Ability to work from home and/or a professional office environment
Must be within commuting distance of the Richmond Hill office, up to 50 km
Adherence to Standard Operating Procedures and regulatory requirements

Benefits

Comp & perks

Work from Home and/or professional office environment
May include cost of living adjustments
May be eligible for other types of compensation and benefits